Help Desk Analyst

Vet Evolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. Our culture focuses on creating a genuine, supportive environment that prioritizes each individual to help them reach their career goals and be fulfilled personally, professionally, and financially. Our core values are Serve, Evolve, and Trust.

We are seeking an experienced and proactive IT Help Desk Analyst to join our growing internal IT team. You will play a critical role in supporting over 50 veterinary practice locations across the eastern United States. This role is ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys solving technical challenges. While primarily remote, occasional travel to local clinics may be required to ensure hardware and local networking are functioning optimally.

• Respond to all incoming support requests via the Jira Service Desk ticketing system, email, Teams chats, and phone.
• Troubleshoot hardware, software, and network issues remotely using RMM and other remote support tools.
• Support veterinary practice management systems including Idexx Cornerstone, Avimark, and Ezy Vet.
• Assist with troubleshooting VoIP/FreePBX phone systems and cloud-based telephony.
• Handle onboarding/offboarding processes, account provisioning, and device configuration.
• Assist with Microsoft Intune Autopilot setup and remote deployment of devices.
• Document all support interactions and resolutions in the ticketing system.
• Maintain accurate inventory of IT assets using our ITSM platform.
• Identify recurring issues and recommend improvements.
• Work closely with the Director of IT and other IT team members to escalate complex issues.
• Coordinate with external vendors and software providers for specialized or onsite support.
• Provide friendly, clear, and empathetic support to clinical staff.
• Provide guidance and training to end-users on best practices, security, and productivity tools.

• 2+ years of IT help desk experience and 3+ years in customer service or technical support.
• Strong knowledge of Windows OS, Microsoft 365, Azure Entra, and remote support tools.
• Experience with Jira Service Desk, Tactical RMM, and Splashtop preferred.
• Familiarity with network basics (DHCP, DNS, VPN, WiFi troubleshooting).
• Knowledge of VOIP/cloud-based phone systems and IT security best practices.
• Excellent communication skills and ability to research and resolve issues independently.
• Associate degree in IT or equivalent experience preferred.

• Experience supporting veterinary practice management software.
• Prior exposure to Intune, Autopilot, or cloud device management.
• Any Tier 2 level troubleshooting, scripting, advanced networking, or M365 admin.

• Remote-only role; candidates must have reliable home internet access.
• Flexibility to provide support during practice operating hours, which may include evenings and weekends as needed.

Vet Evolve is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.